Helpdesk Agent: First-Line IT Support & Networking

The Talent Room; Wes-Kaap; On-site; ZAR 201,000 - 290,000; Full time

Job summary

The Talent Room is seeking a Technical Support Agent to deliver friendly first-line and core advanced support for customer internet connectivity, routers, and VOIP. You will handle inquiries via phone, WhatsApp, web chat, and email, aiming for first-call resolution and timely follow-ups.

You will work in a daily call-center schedule, with rotating shifts across weekdays and weekends. Strong TCP/IP, DNS, DHCP knowledge and customer service skills are essential for success.

Qualifications

• Experience with Fiber, Wireless and Wi-Fi routers.
• Proficient in TCP/IP, DNS and DHCP.
• Willing and able to work shifts including evenings and weekends.

Responsibilities

• Provide first-call resolution across multiple channels (phone, WhatsApp, web chat, email).
• Record support requests in the ticketing system and escalate when needed.
• Troubleshoot customer-side and internal network faults with diagnostic tools.
• Assist field technicians remotely when required.
• Monitor and report on recurring issues and trends.

Skills

Analytical

Independent worker

Customer service

Problem solving

Technical aptitude

English communication

TCP/IP knowledge

Shift work

Education

Grade 12 / Senior Certificate

N+ & A+ certification

ICT qualification (CCNA beneficial)

Tools

Mikrotik

Cambium

Ubiquiti

Totolink

TP-Link

Microsoft Office (Outlook/Teams)

Job description

The Talent Room is seeking a Technical Support Agent to deliver friendly first-line and core advanced support for customer internet connectivity, routers, and VOIP. You will handle inquiries via phone, WhatsApp, web chat, and email, aiming for first-call resolution and timely follow-ups.

You will work in a daily call-center schedule, with rotating shifts across weekdays and weekends. Strong TCP/IP, DNS, DHCP knowledge and customer service skills are essential for success.